Head of Guest Contact & Reservations

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 700,000 - 1,200,000; Full time

Benefits offered by this job

Leave policy

Incentive programs

Employee benefits

Job summary

Wynn Al Marjan Island in the UAE invites a Director – Call Center Operations to lead the resort’s centralized guest contact operations from pre-opening through launch. You will oversee PBX, guest room, gaming and restaurant reservations, and drive service excellence, revenue optimization, and guest satisfaction across channels.

The role requires 7–10 years of leadership in call center or guest contact operations within luxury hospitality, plus a hospitality degree.

Qualifications

• Bachelor’s degree in hospitality management or related field.
• 7–10 years of progressive leadership in call center or guest contact operations.
• Experience in luxury hospitality or high-end service environments preferred.
• Strong analytical and stakeholder management skills.

Responsibilities

• Provide strategic and operational leadership across PBX, Guest Room Reservations, Gaming Reservations, and Restaurant Reservations.
• Define and execute the Call Center Operations strategy in alignment with resort objectives and guest standards.
• Oversee end-to-end call center performance across all guest contact channels.
• Drive revenue performance through conversion optimization and superior service.

Skills

Leadership

Strategic thinking

Analytical skills

Stakeholder management

Fluent English

Education

Bachelor’s degree in hospitality management

Tools

Opera

OpenTable

Salesforce

PBX systems

Job description

Wynn Al Marjan Island in the UAE invites a Director – Call Center Operations to lead the resort’s centralized guest contact operations from pre-opening through launch. You will oversee PBX, guest room, gaming and restaurant reservations, and drive service excellence, revenue optimization, and guest satisfaction across channels.

The role requires 7–10 years of leadership in call center or guest contact operations within luxury hospitality, plus a hospitality degree.